# Agent-Facing Communication and Support

**Company**: Farmer Business Services (FBS)
**Category**: Operations
**Industry**: Insurance

**Apply**: https://jobs.workable.com/view/62xaNThteokxLPjE5oxxzD/fbs-customer-care-agent-(call-center)-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_25a1ae69-9b1

## Description

FBS, part of Farmers operations, is seeking an Agent-Facing Communication and Support professional. This role provides communication and support for Business Insurance by executing standardized workflows, coordinating activities, and maintaining accurate system records.

Responsibilities:

- Communicate with agents to provide status updates, request information, and confirm next steps.

- Coordinate scheduling, appointments, and follow-up communications with agents and internal partners.

- Manage ongoing agent touchpoints to ensure progression of submissions and requests, escalating inquiries that require licensed or expert judgment.

- Conduct follow-up for missing information and documentation to complete submission packages.

- Prepare submissions and supporting materials for review.

- Execute high-volume, repeatable workflows using defined processes, scripts, and playbooks.

- Maintain accurate and complete records in CRM systems.

- Document all interactions, actions taken, and outcomes.

- Execute lead distribution and follow-up activities.

- Perform outreach activities aligned with approved campaign messaging.

- Support campaign operations, quote lab logistics, and related coordination.

- Meet established productivity, quality, and service level expectations.

Qualifications:

- Proficient in English written and verbal communication skills.

- Strong verbal communication and listening skills.

- Demonstrated written communication skills.

- Ability to simultaneously handle multiple priorities.

- Possesses strong technical aptitude and experience working with CRM systems and standardized workflow tools.

- Experience in a regulated environment.

Benefits:

- Competitive salary and performance-based bonuses.

- Comprehensive benefits package.

- Flexible work arrangements (remote and/or office-based).

- Dynamic and inclusive work culture within a globally renowned group.

- Private Health Insurance.

- Paid Time Off.

- Training & Development opportunities in partnership with renowned companies.

## Skills

### Required
- English communication
- CRM systems
- workflow tools
- regulated environment

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/62xaNThteokxLPjE5oxxzD/fbs-customer-care-agent-(call-center)-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)